亚马逊一星差评对店铺的影响显而易见，就算有少量的一星差评也可能将产品的总体评分拉低到4星以下，直接导致销量断崖式下降。无论是因为正常的用户反馈，还是恶意竞争导致的负面评价，卖家都需要妥善处理，维护店铺的良好运营状态。
一、亚马逊一星差评处理思路
1、删除差评
(1)联系买家
针对带有“Verified Purchase”(已验证购买)标识的差评，这是正常用户的评价，卖家需要主动与买家沟通，了解问题并提出解决方案，如退款或换货。沟通中切勿直接要求买家删除差评，以免触犯亚马逊的政策规则。
(2)联系客服
对于未带有“Verified Purchase”标识的恶意差评，可以通过联系客服开Case处理。卖家需提供以下证据：
- 差评截图
- 订单及买家资料截图
- 详细说明该差评与产品不符的原因
通过后台路径**“帮助 > 获取支持 > 商品评论”**提交Case，并按要求上传相关证据。
(3)拆分变体
如果差评集中在某个变体中，影响整个产品的销售，可以通过拆分变体的方式，将差评隔离到特定变体中，避免拖累其他变体的销量。
(4)翻新链接
对于库存较多或新品状态的产品，可以尝试创建新ASIN，通过翻新操作消除差评影响。但如果产品本身存在质量问题，此方法难以根本解决问题。
2、增加好评
(1)利用“请求评论”功能
亚马逊为卖家提供了官方的邀评工具，可以在订单完成5-30天内，通过点击“请求评论”按钮向买家索要评价。若使用ERP工具，还可批量操作，节省时间。
(2)开通Vine计划
Vine计划适用于对产品质量有信心的卖家，通过邀请专业的Vine用户评价产品。Vine评论权重较高，能够有效冲淡差评的影响。
(3)降价促销+优质售后
差评初期会对销量产生负面影响，通过降价(如优惠券或会员专享折扣)可以稳住销量。此外，提供良好的售后服务也能够降低差评几率并增加好评。
二、被恶意上亚马逊一星差评处理思路
1、差评截图
2、恶意买家profile截图
3、卖家账号邮箱写邮件发送到这个邮箱review-appeals@amazon.com
4、开case路径：帮助>获取支持>或在菜单中通过浏览查找您的问题>商品、商品信息或库存>商品评论(选择语言—English)另外，申请删除评论的case
亚马逊一星差评申诉模板1：
Dear Amazon Team,
I have recently come across a customer review for our product that appears to be unverified. Upon thorough investigation of all our orders, I was unable to locate this particular transaction. This suggests that the reviewer has never actually purchased or used our product. Consequently, the review does not reflect an honest opinion based on personal experience.
Such a review is not only unfair to us but also potentially misleading to other customers. It is a malicious act that could adversely affect our reputation and the decision-making process of prospective buyers.
I kindly request that you review this matter and assist in the removal of this unjust review from our product page. Your prompt attention to this issue would be greatly appreciated.
Thank you for your understanding and cooperation.
Best Regards
亚马逊一星差评申诉模板2：
Dear review-appeals group,
This is my shop:
This is my brand:
This is my seller email:
I am writing this letter because I have recently received malicious comments and would like the Comment Complaint Team to help me investigate and remove these false comments of unfair commercial competition, thank you very much! Below are the evidence and screenshots I provided.
ASIN of the product:
Title of the review: I would give 0 if possible
The name of the reviewer: Diane
A number of reviews and negative reviews post by this buyer account:
15 review, 13 negative review
The date of the review as it appears on our website: September 24, 2023
Reason:
1. Diane review has no real purchase, None of them has a Verified Purchase.
2. Diane reviews are ofen updated several times a day. Heusually gives diferent products and diferent negativereviews within a day,which is not in line with normalreviews.
3. All of the reviews are negative reviews and post by thatbuyer account. Only the last few days have been updatedwith positive reviews, and the updates have been verintensive.
4. I sold this product on September 16 and Diane reviewed it on September 24, just one week afer maliciously smearingmy product without going through with the purchase.
Best Regards
亚马逊一星差评是每位卖家都无法避免的问题，但通过合适的方法处理，差评不仅不会成为绊脚石，还可能成为优化产品和服务的契机。
